Senior Executive_IT Service Desk & Operations Specialist - Bangalore

Vodafone Group Plc; Bengaluru; Hybrid; INR 400,000 - 700,000; Full time

Job summary

VOIS IT Service Desk & Operations Specialist role at Vodafone Group Plc supports IT operations through voice and email handling, troubleshooting, ticket management and escalation. The position requires understanding of data centre technologies and ITIL processes, with flexibility to work in a 24x7 shift environment.

Experience with Remedy or similar ticketing tools, clear communication, and the ability to manage escalations are essential.

Qualifications

• Knowledge of ITIL processes and service management.
• Experience with Remedy or similar ticketing tools.
• Clear and effective communication across IT incidents.
• Ability to manage operational escalations methodically.
• General IT troubleshooting skills sought; A+ preferred.
• Understanding data centre technologies is a plus.
• Willingness to work 24x7 shifts and adapt to rotating schedules.
• Experience in data centre delivery with solution-oriented thinking.

Responsibilities

• Handle IT support interactions via voice calls and email.
• Perform general IT troubleshooting and issue resolution.
• Apply knowledge of data centre technologies to support operations.
• Follow ITIL processes in day-to-day IT operations.
• Use Remedy or similar tools for incident and request management.
• Effectively handle and escalate issues in a structured way.
• Work flexibly across 24x7 shifts as required.

Skills

ITIL processes

Remedy

Communication skills

Escalation management

Troubleshooting

Data centre

Shift flexibility

Education

A+ certification

Tools

Remedy

Job description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking an IT Service Desk & Operations Specialist to support IT operations through voice and email handling, general IT troubleshooting, ticket management and escalation management. The role requires an understanding of data centre technologies and ITIL processes, effective communication skills, and flexibility to work in a 24x7 shift environment.

What you’ll do

• Handle IT support interactions through voice calls and email.
• Perform general IT troubleshooting.
• Apply a high-level understanding of data centre technologies when supporting operational requirements.
• Follow ITIL processes in day-to-day IT operations.
• Use Remedy or similar ticketing tools to support incident and request management.
• Handle and manage escalations effectively. Work flexibly across 24x7 shifts.

Who you are

• You have knowledge of ITIL processes.
• You have experience or knowledge of Remedy or another ticketing tool.
• You communicate clearly and effectively.
• You can manage operational escalations in a structured manner.
• You have general IT troubleshooting capabilities, with A+ certification preferred.
• You have a high-level understanding of data centre technologies.
• You can work flexibly in a 24x7 shift environment.
• Experience in data centre delivery, together with clear, solution-oriented thinking and effective communication, is relevant to success in the role.

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

The role provides practical exposure to IT operations across voice and email support, IT troubleshooting, data centre technologies, ITIL processes, ticketing tools and escalation management. These opportunities are inferred from the responsibilities and skills described in the source JD.

What skills you will learn

• Practical application of ITIL processes.
• IT service and ticket management using Remedy or similar platforms.
• IT troubleshooting in an operational environment.
• Data centre technology fundamentals.
• Escalation management and structured problem solving.
• Communication across voice and email support channels.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Follow us on social media

• LinkedIn: https://www.linkedin.com/company/vois/
• Facebook: https://www.facebook.com/voisglobal
• Instagram: https://www.instagram.com/voisglobal/